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o Clarify, if requester is owner of machine or calling on behalf of owner

o Clarify, if machine is shared by other users
o May ask about the type of the machine
o Department & Section

o When was the last backup performed?
o The name and version of the application software

o Error messages or problem symptoms
o Changes the client’s made that may have caused the problem
o Steps that the client have taken to attempt to resolve the problem

Note: Some of the information might be filled by the user himself if the help desk system portal

is used. Also, some of the information can be retrieved by the helpdesk.

 Diagnostic of Incidents: The Help Desk Tier-1 dispatcher should attempt to diagnose the
nature/source of the problem, identify the severity/priority of the reported incident and
identify if the service can be provided remotely or if it requires a site visit.

 Tier- 2 Support: According to IT operating Manual (Incident Management), if the nature
and complexity of the problem found difficult to be resolved by the first level support (tier-
1), and found that it requires consultation longer than 15 minutes, the Help Desk tier-1 staff

will escalate the job to the most appropriate senior IT staff (Tier-2), stating the
severity/priority category of the incident. The Tier-2 IT Support staff will visit the requester
within the incident severity/priority timelines for problem response, and he/she will invest

all possible efforts to resolve the problem and within the incident severity/priority timelines
for problem resolution. Tier-1 staff will be updated with the solution.

 Data Protection: To protect the clients’ critical data and machine, the Help Desk staff and
field technicians do NOT:

o Service the clients’ machine without the client presence
o Start any work before the client backups his data and sign a backup disclaimer
o Open the machine if it is under warrantee

o Reformat the hard drive without the client written approval
o Install or upgrade any operating system without IT Head approval.

 Triage: All OETC employees are advised to try the following before Contacting help desk:
o If data loss isn’t a concern, reboot your system if possible.

o Try to find a resolution to the problem yourself by reviewing available documentation,
help sheets or by asking any of your seniors.

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